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Great points made here. It pays to review your service desk activity and really look at how much rework you are actually doing. There is a desire among IT folks to fix problems - it is what they do. Leadership like Mr. Campos' is what keeps that desire to fix things in check with what is beneficial for the business.

Deloitte Touche Tohmatsu Limited's fourth annual Millennial Survey reveals the business activities and outcomes members of Generation Y would prioritize if they held leadership positions. In highlighting millennials' priorities, the survey results draw attention to this generation's values and the themes large enterprises should speak to if they wish to attract and retain members of this rising workforce.